How many emails is too many? Qantas Frequent Flyer, Air NZ & Apple
April 6, 2009 1 Comment
After being consumed by work for the last few weeks, I’m spending the weekend cleaning out my Gmail account. I’d forgotten how many marketing related emails I receive on a weekly basis. There are a few corporate emails/newsletters I keep so I can learn more about their communication strategies. There are three that I find really interesting: Qantas Frequent Flyer, Air New Zealand and Apple. Each of them a little different:
- Qantas Frequent Flyer – I’m on the mailing list because it is a program I’ve been a member of for 8 years and a service that I use about once a month. They have a lot of information on me and my flying habits.
- Air New Zealand – I’m on the mailing list because I entered a competition about 12 months ago.
- Apple – I’m on the mailing list because I have a number of their products.
Below is an overview of their email send patterns.
Qantas Frequent Flyer send on average an email a week, which for a service I only use once a month seems a little excessive. Rather than sending me so many emails, it would be great if Qantas know that I am loyal to their service and only send me emails that are relevant. I’m a Frequent Flyer, a Qantas loyalist and majority of my flights (domestic and international) are with Qantas, they have a lot of information about me, so they can make some simple assumptions and predictions about my travel behaviour. I’m more than willing to give them more information so they can tailor offers or remind me of seasonal travel that are specifically about my travel.
- Between 1 January – 4 April 2009, Qantas have sent me 16 emails.
- There are three types of emails: points balance, offers and press releases. Points balance sent out monthly, offers sent out a weekly and press releases sent out occasionally.
- The lag time between emails is around a week. Only once have there been two emails sent on the same day.
- Points balances are usually send out mid month, ranging between 16 – 21
- The subject lines are inconsistent for offer based emails and quite lengthy. Points balance seems to have a formular, as to press releases.
- Majority of emails are sent in the late afternoon or evening and it’s only been the last 3 sends that have been delivered in the morning.
- Be relevant: Qantas knows me and my habits, so give me information you think I want. Find out more about me and what I want from Qantas.
AIR NEW ZEALAND
The competition I entered, and gave my details to Air New Zealand, was for a domestic competition for flights within New Zealand. Majority of the emails sent to me are for domestic travel. It seems that Air New Zealand don’t have any strategy to the email sends and they are all offer based. In January 2009, they sent 3 emails about a week a part. In February 2009, there were only 2 emails sent, spaced evenly throughout the month and in March 2009, there was only one.
- Between 1 January – 4 April 2009, Air New Zealand have sent me 6 emails (10 less than Qantas).
- There are two types of offer emails: domestic offers and international offers. Each email is very focused and only tries to communicate one message.
- The subject lines are inconsistent, but quite short. Most subject lines include a time based message: 48hrs or 72hrs.
- Majority of emails are sent outside work hours. I’m not sure if this is because I am Sydney based rather than in NZ.
- Push me: I’m not a member of Air New Zealand’s frequent flyer program, so why aren’t Air New Zealand giving me free membership, offering me an incentive to join or ask me why I’m not a member.
I have countless iPods, an iPhone, a laptop, Mac mini and an iMac, however, Apple rarely remeber this in their communications to me. They do a great job in keeping the emails single minded or product focused.
- Between 1 January – 4 April 2009, Apple have sent me 8 emails.
- There are two types of emails: new product launches and event reminders (Valentine’s Day, starting uni). There is no structure to the email sends, they are sent when ready or relevant.
- In January 2009, there were 3 emails sent all after mid way through the month. In February 2009, there was only one email sent in the latter part of the month. In March 2009, there were 4 emails sent, fairly evenly split over the month.
- The subject lines are inconsistent and occasionally lengthy. The new product emails seems to have a formular, either ‘introducing …’ or ‘The new …’.
- Majority of emails during work time, usually in the early afternoon between 1 – 3pm.
- Remember me: I’m a customer, a very loyal one with multiple products, so why aren’t you being relevant to me and sending me upgrade messages. Stop pretending not to know who I am.
OVERALL THOUGHT STARTERS:
Email is such a powerful communications channel and there are so few companies using it for more than just a collection of stories the companies want to push out to consumers. There is little focus on the customer and what they want from the communications. If it is relevant, consumers are more inclined to read and get involved (buy, upgrade, provide info). There is so much potential for companies to show that they truely know their consumers through email, so why isn’t anyone doing it.
What are some thought starters for emails?
- Know your subscribers: understand why people have signed up to your newsletter. Put some thought into what might be of interest to them and help move them down the purchase funnel based on relevant content.
- Ask your subscribers questions: subscribers are more than happy to give companies more information if it is going to be used to give them information they want. Before asking questions, think about where the information will be stored (is it in the legacy database or a specific email database), how often you want to refine the database (half yearly, yearly) and what is the optimum number of versions for the newsletter you can afford to create.
- What questions to ask consumers to tailor email communications?
- What are email best practices?
- How to ensure subscribers see HTML emails?
- What & when retailers send emails? Tesco, Coles & ALDI
- Coles Supermarket – great email communications & templates